Does A Company Really Care About Its Customers: These Three Instances Will Tell You

This piece was originally published in The Huffington Post on June 22, 2017 Organisations aspire to be customer-centric. They launch big transformation programs to try and align the entire organisation towards this goal. To make it happen, they look at customer insights, understand customer journeys, launch specific customer propositions, train employees and work on employee engagement programs. A CEO committed to customer-centricity…

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10 Reasons Why Employees Don’t Follow Organisational Processes

This piece first appeared in The Huffington Post on Mar 30, 2017   Processes are an integral part of all enterprises. And as I mentioned in one of my earlier pieces, if processes are not instituted, modelled or followed properly then the results may just take the form of a fried lizard on a customer’s plate. With an objective to…

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Use These Eight Guiding Principles To Build A Customer-Centric Company

This was originally published in The Huffington Post on May 16, 2017 Customers are the reason why businesses exist. Many businesses want to be customer-centric and spend time, money and other resources to make it happen. But they don’t get the desired results. One reason why this happens is the lack of a holistic approach by the top management. When…

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These Are The Two Things That Customers Expect From A Business

This article first appeared in The Huffington Post on May 7, 2017   What do customers really want? Plenty has been written on the subject. Companies do tons of research to find out what their customers want. They do market research, commission ethnographic studies, set up focus-groups, and much more. These are all important, of course. But if you zoom…

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3 Ways In Which United Airlines Could Have Averted The David Dao Mess

[ The piece first appeared in The Huffington Post on 21st April 2017] The brutal “deplaning” of Dr David Dao from a United Airlines flight, which ended with him bleeding, bruised and concussed, sent shivers down the spine of anyone who has ever travelled by plane. The video of the assault on Dao caused outrage around the world and United’s reputation…

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5 Crucial Skills That No Customer Experience Professional Can Do Without

First published in Huffington Post on Nov 24, 2016   I recently chaired a two-day “Banker’s Customer Experience Summit” in Dubai. During such international events many people reach out as it’s a great opportunity to network and cross-pollinate ideas. This time, a young professional asked me if I could spend some time discussing ideas with her. This person stood out…

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3 Reasons Why Companies Fail To Deliver The Right Customer Experience

[Originally Published on May 17, 2016 in Huffington Post] Last week I was at a leading coffee chain at Indira Nagar in Bangalore. I was there to have a quiet meeting with one of my clients. However, from the moment we occupied the table, a server insisted on hovering next to me waiting for my order. I requested her to…

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15 Types of Process Excellence Professionals

Source – Originally Published on Jun 27, 2012 in processexcellencenetwork.com How to recognize a Toolophile from a Power–Point Maestro Process excellence professionals come in a variety of shapes and sizes, says PEX Advisor Debashis Sarkar. Here how’s to recognize them and how you can make sure you use their strengths to your advantage. Whether they’re experts in improvement methodologies like…

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Make Your Organization More Customer-Centric with the Kano Model

Source – Originally Published on Jul 27, 2010 in processexcellencenetwork.com Looking at products and processes from a consumer’s point of view is critical for building a successful business. I have seen employees work to improve processes without really knowing the customer they are serving or even the features of the product or service being offered to the customer. I’m also…

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